Lead Technical Support Engineer - QA

We are seeking an experienced Senior Technical Support Quality Assurance Engineer to join our Customer Experience Engineering organization at Celigo. In this role, you will be responsible for triaging and testing fixes post-production roll-out, diagnosing issues, providing functional workarounds, identifying bugs, and testing hotfixes/patches. You will work closely with our Product engineers, product managers, customer success management, and customer support teams. The successful candidate will be customer-centric, results-oriented, and technically strong, with a focus on delivering value to our global customers in a timely manner.

• Resolve production issues in a timely manner and ensure SLA compliance
• Triage and test bug-fixes, build root cause analysis, and publish to stakeholders
• Lead testing activities, including test strategy, plan, execution, and automation
• Build and maintain test cases for fixes provided to handled issues
• Coordinate with internal teams and customers to arrive at timely solutions
• Escalate blockers to management regarding SLA adherence
• Troubleshoot issues and provide workarounds to customers
• Provide support coverage to global customers in multiple shifts
• Build deep understanding of the product and contribute to knowledge base articles
• Test hotfixes or patches in production and work with customers for closure
• Mentor junior team members
• Adhere to standard operating procedures and contribute to talent management activities
• Continuously improve and drive best practices for the team
• Track and analyze customer issues for insights to incorporate into product roadmap
• Bachelor's degree in computer science, engineering, or related discipline
• 6 years of experience in product.

• Bachelor's degree in computer science, engineering, or a related discipline
• 6 years of experience in Product
• Experience in technical support quality assurance
• Ability to triage and test bug-fixes in a timely manner
• Knowledge of building root cause analysis (RCA) and reviewing with senior technical management
• Experience in leading testing activities, including test strategy, test plan, test execution, and automation
• Ability to build and maintain test cases for issue fixes
• Proficiency in automating test cases for customer issues/escalations
• Strong coordination skills with internal teams and customers to provide timely solutions
• Ability to troubleshoot issues and provide workarounds using domain skills and product knowledge
• Willingness to work in multiple shifts to provide global customer support
• Deep understanding and knowledge of the product and its usage by customers
• Ability to contribute to internal knowledge base articles on troubleshooting and reducing resolution time
• Thorough testing of hotfixes or patches in production to address customer issues
• Mentoring skills to guide junior team members
• Adherence to standard operating procedures for technical support
• Talent management skills, including hiring and training
• Continuous improvement mindset and driving best practices for the team
• Ability to track and perform trend analysis of customer issues and provide insights for product roadmap.

• Work-life balance with 3 weeks of vacation and holidays
• Strong benefits package
• Expense reimbursement
• Recognition opportunities
• Perks and cool benefits
• Equal opportunity workplace
• Commitment to diversity, equity, and inclusion